editor’s note

What ‘an obesity of experiences’ means for CX leaders
BMW heated seats
Why microtransactions put BMW in the hot seat
The ultimate CX takeaway from Rogers’ Internet outage
Why Air Canada is hitting turbulence as it reroutes its customer journey
Mini puzzle
Mini’s drive to deliver a ‘surprise and delight’ CX moment
Bringing CX and design together with Gusto
Where anthropology ends and CX begins
How TOMS ensured its new impact strategy was the right fit
The Spanish quest to outlaw automated customer service
The rationale behind Instacart’s customer ratings revamp